Customer Success Manager, Settlement & Notary

Snapdocs•San Francisco, CA

5d•$139,100 - $188,500

About The Position

Snapdocs is seeking a Customer Success Manager to own post-sale relationships and commercial outcomes for a portfolio of Notary Connect and Snapdocs RON customers. The role supports Snapdocs’ expansion beyond residential mortgage closings into the broader notarization market, helping customers redesign operational workflows, adopt in-person and remote notarization capabilities, and realize measurable business value. The Customer Success Manager develops account strategies and success plans, establishes outcome measures, builds executive alignment and customer champions, and leads operating reviews and customer enablement. The role partners with Implementation to guide pilots, rollouts, training, change management, release readiness, and ongoing optimization. It also leads renewals and expansion, coordinates service delivery and escalations across internal teams, and turns customer and market insights into actionable input for product, operations, and go-to-market teams. AI fluency is required, including using approved AI tools in repeatable workflows while protecting customer data.

Requirements

At least five years of experience in customer success, account management, strategic account management, or a related customer-facing role in a software or technology-enabled services business, including ownership of mid-market or enterprise customer relationships.
Demonstrated ownership of commercial outcomes in an installed customer base, including renewals, expansion, and upsell; experience building value cases and commercial offers, navigating negotiations, influencing buying groups, maintaining forecasts, and advancing opportunities through close.
Track record of driving customer adoption and measurable value where transaction volume, product usage, utilization, or service performance affects value delivered.
Experience using customer, product, service, and financial data to identify risks and opportunities, quantify business value, and recommend actions.
Strong executive communication and business acumen, with the ability to understand customer businesses, define success, and communicate realized and potential value to executive buyers and operational stakeholders.
Experience developing relationships across complex customer organizations and aligning stakeholders across operations, technology, finance, legal, compliance, and executive leadership.
Experience leading customer enablement, workflow change, and adoption programs, including training, rollout planning, and ongoing optimization.
Strong project and portfolio management skills, including managing competing priorities, coordinating cross-functional teams, and owning customer commitments and escalations through resolution.
Ability to learn a complex product and service model quickly, demonstrate it confidently, and explain it clearly to customers and internal teams.
High agency and structured judgment, including taking ownership in ambiguous situations, answering questions directly, using relevant evidence, and communicating complex ideas concisely.
AI fluency, including the ability to describe a real workflow using approved AI tools, what the tool did, what was checked, and where the candidate made the final decision.

Nice To Haves

Experience across both new-business sales and post-sale account ownership, ideally as an Account Executive followed by Customer Success or Account Management.
Experience in fintech, mortgage technology, real estate, legal services, financial services, or another regulated and operationally complex industry.
Experience with a marketplace, network, service-linked, transaction-based, consumption-based, or utilization-based business model.
Experience helping customers move human-centered or manually coordinated services toward technology-enabled delivery.
Experience with Salesforce or a similar customer and revenue platform, including maintaining account plans, customer health information, renewal and expansion opportunities, and forecasts.

Responsibilities

Own post-sale customer relationships and commercial outcomes for a portfolio of Notary Connect and Snapdocs RON customers, including customer health, value realization, retention, growth, and relationship continuity.
Develop customer account strategies and maintain Salesforce success plans covering objectives, stakeholders, milestones, adoption gaps, risks, renewal strategy, expansion opportunities, and forecasts.
Establish customer baselines, target outcomes, and success measures; quantify realized value and build business cases for continued or broader adoption.
Build durable, multi-threaded relationships with executives, operational leaders, administrators, schedulers, and end users, aligning stakeholders across relevant functions.
Lead operating reviews, executive business reviews, strategic planning sessions, and escalation communications tied to product usage, service performance, value, priorities, risks, and next steps.
Guide post-launch customer adoption with Implementation, including pilots, rollout planning, training, change management, release readiness, and ongoing optimization.
Design and execute adoption and utilization programs, introduce new capabilities, and increase customer value.
Demonstrate Notary Connect and Snapdocs RON, advise customers on workflow best practices, and engage internal experts as needed for product, technical, operational, legal, or compliance matters.
Lead renewal and expansion opportunities from strategy through close, identifying opportunities across business units, locations, transaction volume, signing types, workflows, service models, and integrations.
Build value cases and commercial offers, negotiate terms within approved guardrails, align customer buying groups, maintain accurate forecasts, and partner with Sales and Solutions Consulting when needed.
Coordinate service delivery across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting; own escalations through resolution and address underlying issues.
Synthesize customer feedback, market patterns, and competitive signals for Product, Operations, and go-to-market teams; develop reusable playbooks, customer stories, and operating practices.
Use approved AI tools in repeatable workflows to improve account research, customer preparation, written communication, and follow-through while protecting customer data.

Benefits

Meaningful equity and a comprehensive benefits package.
Excellent medical, dental, and vision coverage.
401(k) with up to 4% company match.
16 weeks of paid parental leave.
Flexible paid vacation time off plus 10 sick days for exempt roles.
Generous accrued paid vacation time off plus 10 sick days for non-exempt roles.
Summer and winter breaks of approximately one week each, plus 9 holidays per year.
Healthcare and dependent care FSA.
HSA employer contribution of $75–$150 for individuals and $150–$250 for families.
$15,000 family building benefit (lifetime limit).
Life and disability insurance.
$1,500 annual lifestyle stipend to support well-being.